Business Support Assistant (Beneficiary Feedback), SC3, Dhaka

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                                                                                                              WFP encourages female candidates and people with disabilities to apply.

WFP seeks candidates of the highest integrity and professionalism who share our humanitarian principles. Selection of staff is made on a competitive basis. We are committed to promoting diversity and the principle of equal employment opportunity for all our employees and encourages qualified candidates to apply irrespective of religion or belief, ethnic or social background, gender, gender identity and disability.

TERMS AND CONDITIONS

Job Title: Business Support Assistant (Beneficiary Feedback) 

Grade: SC3

Type of contract: Service Contract                                           

Duration: 12 months                

Duty Station: Dhaka

Number of positions: 01

Date of Publication: 15 January 2024

Deadline of Application: 28 January 2024

This vacancy announcement is for Bangladeshi Nationals

JOB PURPOSE

The incumbent will work under the overall supervision of the M&E Process, Monitoring Officer and would be under direct supervision of Programme Officer (Monitoring).

KEY ACCOUNTABILITIES (not all-inclusive)

Provide callers with accurate, up-to-date information to the intended audience. Answer beneficiary’squestions/inquiries thoroughly by clarifying and providing relevant information:
1. Appropriate referral to individual/unit.
2. Follow up with the individual units
3. Collect accurate data about calls and callers.
4. Collate written grievances (both manually and electronically received) to compile into the database.
5. Maintain and update the beneficiary feedback system database using hotline coding systems in recordingthe calls for the reports that are being shared with the management.
6. Follow up on beneficiaries’ cases with the supervisor to ensure that actions are taken effectively on time. Iftimely resolution is not possible, the complainant should be notified and the reasons for delay explained.
7. Ensure that beneficiaries, affected communities and staff understand the handling procedures.
8. Attend regular supervision and debriefing sessions.
9. In coordination with the concerned projects, produce Monthly reports and Annual Response Report fordissemination to both the project teams and the management.
10. Adhere to the confidentiality of the feedback given, and related information.
11. Perform other related duties as required.

STANDARD MINIMUM QUALIFICATIONS

Education: Completion of Bachelor’s degree from a reputed organization.

Work Experience: Overall Three (03) years of experience in programms. 

Language: Strong communication skills in English and Bangla. Acquaintance with Rohingya and Chitagonian Languages is preferred.

HOW TO APPLY

To be considered, interested candidates are invited to apply via (https://www.wfp.org/careers/job-openings).
Only short-listed candidates will be contacted.

We want to ensure the recruitment process is fully accessible. Please contact us at coxsbazar.hr@wfp.org  to advise us of any accessibility needs you may have.

This email is only to be used for any disability-related accessibility requirements, and not for sending the application itself. Due to the volume of applications, any applications or CVs sent through this email address will not be considered as a formal applications and will not receive a reply from WFP.  

ABOUT WFP

The World Food Programme (WFP) is the leading humanitarian organization saving lives and changing lives, delivering food assistance in emergencies and working with communities to improve nutrition and build resilience.

For more on WFP and what we do, please go to http://www.wfp.org/videos/zero-hunger

ORGANIZATIONAL CONTEXT

WFP is committed to diversity and inclusion within its workforce. WFP has zero tolerance for sexual exploitation and abuse, any kind of harassment, including sexual harassment, abuse of authority or discrimination. All selected candidates will, undergo rigorous reference and background checks. 

No appointment under any kind of contract will be offered to members of the UN Advisory Committee on Administrative and Budgetary Questions (ACABQ), International Civil Service Commission (ICSC), FAO Finance Committee, WFP External Auditor, WFP Audit Committee, Joint Inspection Unit (JIU) and other similar bodies within the United Nations system with oversight responsibilities over WFP, both during their service and within three years of ceasing that service.

All WFP Employees are expected to demonstrate the competencies and standards of behaviour aligned with our core values and defined in the WFP LEADERSHIP FRAMEWORK, namely: 
•    Leading by example with integrity, 
•    Driving results and delivering on commitments, 
•    Fostering inclusive and collaborative teamwork, 
•    Applying strategic thinking, 
•    Building and maintaining sustainable partnerships. 

WFP is committed to diversity and inclusion within its workforce. WFP has zero tolerance for sexual exploitation and abuse, any kind of harassment, including sexual harassment, abuse of authority or discrimination. All selected candidates will, undergo rigorous reference and background checks. 

At this level job holders are expected to demonstrate responsibility and initiative to respond independently to queries with only general guidance. There is a requirement to use judgment in dealing with unforeseen problems on a daily basis. Job holders have a level of expertise and knowledge to adapt and contribute to the development of systems and processes in order to continually improve the level of support provided. Job holders are expected to manage resources and coach and coordinate a team of support staff.